AI Natives in Singapore Value Human Support Despite Strong AI Preferences
A recent study commissioned by Zoom reveals a clear trend among Singapore’s AI natives—those aged 18 to 24 who have grown up with AI technology. While this group shows a strong preference for AI-driven customer service, 92 percent still want the option to escalate their issues to a human agent during customer interactions.
This insight highlights an important balance: AI natives in Singapore appreciate the speed and efficiency of AI chatbots but expect seamless escalation to human support when needed. In fact, 76 percent believe businesses should provide AI options for faster problem resolution, reflecting their high expectations for customer experience (CX) that blends technology with human expertise.
Why Human Support Still Matters
AI natives report that AI responses are often too generic or unhelpful, which makes human agents essential for resolving more complex or nuanced issues. Over half of Singapore’s AI natives say generic replies from AI impact their loyalty to a brand, more than the APAC average.
Non-AI natives also want human support options, but to a lesser degree—78 percent compared to 92 percent of AI natives. For non-AI natives, speed of response remains a key driver of loyalty, while AI natives focus more on accuracy and helpfulness.
Workplace AI Usage and Attitudes
AI is firmly embedded in the workplace. Only 4 percent of Singapore respondents say they don’t use AI at work. Common applications include writing assistance, idea generation, and language translation.
Interestingly, 65 percent of AI natives in Singapore feel positive about AI at work, compared to 48 percent of non-AI natives. AI natives are also more likely to expect their employers to provide AI tools—87 percent versus 74 percent among non-AI natives.
This signals a shift in employee expectations. Organizations need to prepare for a workforce that demands accessible, effective AI tools integrated with human support.
Concerns About AI
Despite their enthusiasm, AI natives remain cautious. Accuracy of AI-generated outputs is their top concern, cited by 57 percent. Non-AI natives prioritize data privacy and security, with 58 percent flagging this as their main worry.
These differences show that AI natives engage with the technology critically, expecting precision and reliability. Non-AI natives require more reassurance, especially regarding how their data is handled.
Implications for Customer Support Professionals
- Offer human escalation options: Even if AI chatbots handle most queries, make sure customers can easily reach a human agent.
- Focus on AI accuracy: Generic or incorrect AI responses damage brand loyalty, so invest in improving AI quality.
- Prepare for evolving customer expectations: Younger customers expect a smooth handoff between AI and humans without repeating information.
- Integrate AI tools thoughtfully in the workplace: Support employees with effective AI resources while addressing concerns around accuracy and privacy.
As AI natives increasingly shape both consumer and employee experiences, businesses must strike the right balance between AI efficiency and human empathy. This approach will build trust and keep customers loyal in a competitive market.
About the Study
The study surveyed 2,551 respondents aged 18-45 across eight APAC markets, including Singapore, Australia, Hong Kong, India, Indonesia, Malaysia, South Korea, and Taiwan. It examined differences in AI expectations and usage between AI natives and non-AI natives in customer and employee experiences.
Singapore stands out with the largest gap in AI usage—AI natives use an average of five AI applications, while non-AI natives use about three. Popular AI tools include chatbots (68 percent) and voice assistants (64 percent).
For customer support professionals interested in enhancing AI skills, exploring AI training courses tailored for jobs can provide practical knowledge on managing AI-human interactions effectively.
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